HELP! Phone service, phone sytems, equipment! We are LOST! - Page 2 - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

**Chas2002** · 10-07-2003, 05:03 PM

Hi - I'll throw my two cents in....I've installed many systems from AT&T Merlins, Executone, IT&T 3100, Nortel Norstar, Meridian 11 - 81C, Panasonic, etc. I can say they offer the same basic features. Since you're in the market for a new system I would suggest your consider the following:

A. The features you like,
B. The features you need,
C. The features you don't like,
D. Your customer/client expectations,
E. Your Business Communication plan for the future.

What you choose of course is directly related to the bottom line.

By answering a few questions your organization will be stirred to a Telecommunications system that meets current needs and encompasses future growth.

Do you need a T1?

Consider the following criteria:
How many calls are made in a typical business day? _______
What is the average length of the calls being made? _______
What are the most frequent call destinations? _______
Have you every received a busy when attempting to access an outside line? ______
Is your business expecting a considerable growth in the near future? ______
Does your business perform outside transfers and conferences? ______

Cost of Analog:
You're are currently paying about $400-$600 a month for your Analog service.

Cost of T1:
You'll pay approximately $1000.00 to $1400.00 a month for a T1.

Note: (A T1 may make sense for your organization as it allows for DID's and outgoing routes to be associated to the number of concurrent calls. Analogs perform the same action, but through groupings. A lot of small businesses over expand the hunt groups to prevent busy signals during the busiest time of day - the line is unused most of the day).

Example:
If your organization has 20 associates, you would most likely want each associate to have a private number. Thus (at least) 20 analog lines times $35.00 to $40.00 per month = $800.00. Long Distance call charges are extra. In this case a T1 would make sense as it allows you route DID calls in and create a separate route for calls out.

On the other hand, if your organization as 10 or fewer employees then it may be cost
efficient to keep the analog service dependent upon the features needed.

Features:

Hold and Transfer: Want/Need/Like to have.
Hold and Conference: Want/Need/Like to have.
Multi-line phones: Want/Need/Like to have.
Associate controlled forwards: Want/Need/Like to have.
Auto receptionist: Want/Need/Like to have.
Voice Mail: Want/Need/Like to have.
CDR (Call Detail Recording): Want/Need/Like to have.

Let's look at each feature----
Hold and Transfer -
A. On a key system (internal Hold/Transfer) is handled by software.
B. On a key system with analog lines (External Hold/Transfer) is
handled by analog lines.
C. On a key system with T1 (External Hold/Transfer) is handled by
route programming.

Hold and Conference -
A. On a key system (internal Hold/Conference) is handled by software.
B. On a key system with analog lines (External Hold/Conference) is
handled by analog lines.
C. On a key system with T1 (External Hold/Conference) is handled by
route programming.

Multi-line phones -
If you would like to monitor every line - you'll need to insure that the system and phones allow for Busy Lamp fields or that the phones have enough programmable keys.

Associate Controlled Call Forwards -
This is an important feature as it allows the associate to determine where calls will go when not answered or when he/she is busy.

Auto Receptionist -
Is usually an additional module or software enhancement to a system. This system when grouped with other systems (Digit collection, Voice Mail, etc) offers a powerful solution to handling incoming callers.
Example: You can build a system to allow a customer to enter a Case Number and find the last actions performed on his/her case.

Voice Mail -
I see in your post that you're using an Answering Service. Dependent upon the monthly cost and reliability of your Service, if may make sense to purchase a Voice mail system (especially if you go with a T1).
Voice Mail allows each associate to create personal greetings, passcode, and manage messages.

Call Detail Recording -
Your organization may like to Collect Call Details (the number dialed, the cost of the call, Date/Time, etc). Possibly to bill back to the client or to place into a formula when determining your hourly rate.

When you've developed your Business Communication plan - take a look at some of the key systems on the internet and find the one that matches your plan the best.

Whatever system you decide on be cognizant of the fact that some systems are a little harder to program than others. The AT&T Merlin II (that's a guess) that you have now is programmed via a display set using the dial pad (pain in the -----). The Nortel Option 11 is programmed via a terminal. Some systems are quite common in certain markets while other are common in other markets. Of course, I'm Nortel biased...

Good luck

Icy · 10-08-2003, 04:44 AM

Chas2002, this is a good checklist you made here. (even though it´s only for two cents) :wink:

**Chas2002** · 10-08-2003, 08:53 AM

Thanks Icy ----

BTW.........

Centrex refers to a month-to-month agreement you have with your local central office.
It's basic service (POTS Plan Old Telephone Service) with all the bells and whistles (call fowarding, call transfer, toll restrictions, Call Detail Records, etc.)

The capacity they speak of (50%) refers to how much use you are getting out of their setup for your organization.
Dependent upon your current monthly cost for this service - a T1 may be better suited to your current needs with a Key System that offers the featurs that you need.

To explain the Call Park feature....

Example:
A client reaches Associate Smith and communicates about a file. Smith needs to move to the File Room to answer the clients question. Smith would park the call (press call park). The client is placed on "system" hold.
When Smith (in the file room) is ready to communicate with the client - he goes to the nearest phone and dials the call park code. The client is then removed from hold and presented to phone near/in the file room.

It's a good feature for Associates that do a lot of roaming about the office and for paging.

Pirates_Ghost · 10-08-2003, 09:14 AM

can you say BDBDBDBDBDBDBDBDBDBDBD! (fingers clicking lips)

My gods Chas, HOW can you remember all that stuff? I mean, I knew alot of it, way back during training, but most of what you posted I'd have had to look up again just to get it all down correctly!!!

BOW TO THE KING OF TELECOM INFO!

That's some serious knowledge retention you've got there, which I could say the same for me.

Mis_Wired · 10-08-2003, 03:25 PM

Panasonic DBS (Digital Business system) is the absolute best quality system I have ever worked with, however they no longer make this product. If you can find one that works well and it can be supported well, they are good. Overall I really loved it.

Nortel is another great system. I don't like the telephone sets as much as some others, but the smaller ones (like you would want) are fairly easy to program for installers, and with a little documentation, the phones are pretty easy for the users to use. The phones are pretty dependable, as are the systems. The only issues I have had with either of the above systems were from lightening strikes or the like, or end user abuse.

The 7316 sets should allow you to monitor all the lines, and if you add a DSS console (this gives you more buttons that can be programmed, so you can see who is on the phone and other on/off type info).

I used to work with Nitsuko, Oynx/TIE, and those were not as high quality as the Panasonic and Nortel. The phones were cheaply made and the cards seemed to glitch out more than other systems. They were also a bit more difficult to program. This is all my opinion (in lieu of a legal document LOL)

brokeda · 11-08-2003, 01:18 AM

The Man said simple, keys for each line, answer from all over office, human voice preferred. This means KEY SYSTEM, set up as a square system. Panasonic, all 24 button phones so that all stations look and function the same, any one with a lot on thier mind can walk into any office and pick up line '6'. If they want the fancy stuff they can get displays and CID. With the 24 button phone you can see all 12 lines and then have 12 lighted buttons for intercoms without the need for extra adjuncts flopping around. Remember he said the words TIE-HAPPY, they were happy with a simple system. Some folks just want to dial and talk.
The Panasonic is great, can be set up as a simple key system and has the other stuff in rerserve if needed, also has a real multiline cordless that does not cost an arm and a leg for those people that need to move around a lot. Thats my 2.75 cents worth!!

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